ReviewVoice

measured across 44 UK cafés

Replying to reviews about cleanliness and hygiene

We read every Google review reply published by 423 UK cafés — 50 of them mention cleanliness and hygiene. Below is what those replies actually do, then real examples: the review, the reply published underneath it today, and the reply our software writes for the same review. Business names, email addresses and people's names are removed. Nothing here is invented.

50
reviews about cleanliness and hygiene
55
median reply length, words
42%
replies that break a check
32%
replies that touch nothing specific

A cleanliness claim is read by everyone who scrolls past it, which is why the reply matters more here than almost anywhere. It also carries real legal weight, so the wording has to hold up.

The same review, answered twice

the review★

Im suprised this place isnt condemed, had the experince of coming here to watch cammy barnes play a gig. Everything was sticky and dirty , there where random puddles on the floor in the basement , i have seen festivals more clean ! The coke came out clear and tasted like chemicals in a glass, i dont think somone has painted or done matience here since before 2020. The only good thing about the place was cammy barnes and even he couldmt make this place a place i would want to go back!

published underneath

——— ———, So sorry that it felt like that. We totally love what we do, so I'm sorry this felt like a lack of care that night. We're constantly maintaining it, but it's an old building and we're quite a DIY organisation. But honestly, we do stuff every week. If I can make it up to you, I'd love to. I'm at ———. ——— again, apologies it felt this way.

anchoring4/ 100
promises somethingpoints away from the pagevoice slips
what we would have written

——— ——— is good — we're glad that part of the evening worked. The rest of what's described here isn't something we'd leave unchallenged internally. Sticky surfaces and standing water on the floor aren't a matter of a quiet night slipping through — cleanliness is a basic, not a variable. The drinks line is worth looking into too; a ——— should taste like a ———.

anchoring81/ 100
no rule broken
the review★

I had a disappointing experience at this branch. ——— I arrived, the same staff member who served me coffee initially told me the toilet was “closed,” which seemed unreasonable as it was during opening hours and I was a paying customer. ——— I asked that same staff member to double-check, he then confirmed that I could use the toilet after all. This inconsistency was frustrating and made the service feel unprofessional. You can’t serve customers and then arbitrarily refuse access to facilities that are clearly available during business hours. I hope management ensures staff communicate consistent and fair information going forward.

published underneath

——— ———, Thank you for sharing your feedback about your visit to our High Street Kensington branch. I am truly sorry for the inconvenience you experienced with the access to our facilities. We understand the importance of providing consistent and professional service and we will address this issue with our team to avoid similar situations in the future. Your comments are valuable to us and we are committed to improving your experience. In the same time please contact us via ——— Best regards, ——— ——— High Street Kensington

anchoring100/ 100
points away from the pagevoice slips
what we would have written

——— during opening hours are available to customers — that is straightforward, and the information should be the same whoever asks and whenever they ask it. We're glad the situation resolved itself, though we understand why the back-and-forth was irritating.

anchoring100/ 100
no rule broken

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